Facilitating agent management of consent for a party associated with multiple telephone numbers

Active Publication Date: 2020-04-14
NOBLE SYSTEMS CORPORATION
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

[0006]In general, embodiments of the present invention provide computer program products, methods, systems, apparatus, and computing entities for facilitating management of consent related information by an agent in a contact center. In one embodiment, an agent on a call verbally interacts with the remote party during the call to obtain or update consent related information. Consent related information includes information related to authorization to contact that party, such as an auth

Problems solved by technology

An agent may request consent from a party to receive calls placed to the current number or reconfirm such consent, but the agent may not always be aware that the party has other telephone numbers a

Method used

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  • Facilitating agent management of consent for a party associated with multiple telephone numbers
  • Facilitating agent management of consent for a party associated with multiple telephone numbers
  • Facilitating agent management of consent for a party associated with multiple telephone numbers

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Example

[0017]Various embodiments for practicing the technologies disclosed herein are described more fully hereinafter with reference to the accompanying drawings, in which some, but not all embodiments of the technologies disclosed are shown. Indeed, the embodiments disclosed herein are provided so that this disclosure will satisfy applicable legal requirements and should not be construed as limiting or precluding other embodiments applying the teachings and concepts disclosed herein. Like numbers in the drawings refer to like elements throughout.

[0018]Embodiments of the invention may be utilized in various industries, as will become apparent to those of ordinary skill in the art as they read the disclosure. The principles of the invention are illustrated using contact center agents as employees, but the concepts and technologies disclosed herein could be applied to other types of employees and industries.

Glossary

[0019]The following terms are to be given the following meanings when used i...

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Abstract

Systems, methods, and computer readable medium are disclosed for facilitating management of consent related information for an agent in a contact center. Upon receiving a request from a party to modify consent for receiving future communications, the agent may select an icon on their computer to manage consent. In one embodiment, one or more telephone numbers and their associated consent status is displayed to the agent. The agent may modify the consent status for a telephone number associated with the party. In another embodiment, the agent may select an icon that modifies the consent related information to reflect that consent has been revoked for all numbers and channel types thereof associated with the party.

Description

CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application is a continuation of U.S. patent application Ser. No. 14 / 798,815, filed on Jul. 14, 2015, which in turn is a continuation-in-part of U.S. patent application Ser. No. 14 / 795,260 filed on Jul. 9, 2015, the contents of both of which are incorporated by reference for all that they teach.BACKGROUND[0002]It is important in various contexts for a contact center agent to obtain or verify consent of an individual in regard to using certain equipment to dial a particular telephone number to reach that individual. This ensures that the contact center has authorization to contact the individual at a particular number when that individual needs to be reached. It is not unusual for an individual to have multiple telephone numbers that can be used to contact the individual. For example, a person may have a cell phone, work phone, home phone, alternative home phone, etc. The person may also provide their spouse's number or a relative's n...

Claims

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Application Information

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IPC IPC(8): H04M3/51
CPCH04M3/5158H04M3/5133H04M2203/6081
Inventor PERDUE, ANDY E.KOSTER, KARL H.
Owner NOBLE SYSTEMS CORPORATION
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